Dovetail Software Blogs

There is an ongoing debate within the Support & Service industry as to why more CS&S issues aren't handled by means other than live agents. There are those who say that vendors haven't created the right solutions for customers to implement. There are others who claim that customers like to talk to live people, not machines. When I say ...

Scott Hornstein, co-author of the book Opt-In Marketing, recently penned A Novel Concept: What Do Customers Think of Customer Service? for Sales and Marketing Management and his column does indeed raise a somewhat novel concept. That is, he conducted a Q&A with the most important people in business, the customers to find out what they really ...

If you haven't already done so, please check out Dovetail Software's new page featuring 20 new case studies, demonstrating the benefits of our solutions and services in a variety of industries.If you have any questions or comments regarding our software in action, feel free to leave a comment here, send ...

Why do I say this? Because I constantly see what the CRM media focuses on and how the executives within companies treat their customer service and support organizations. It is a sad commentary about how the CRM media treats what is still the largest segment (according to Gartner) of CRM – Customer Service & Support (CSS). And if the media, and ...

The custom field lists will only be applied to the base object for any of the APIs, so you will have to have seperate code to update the workaround table after the API call.

The close_cr.asp form handles all of that functionality in Dovetail Agent. That form gets opened when the CR status gets changed to Verified.

FOR IMMEDIATE RELEASE Dovetail Software Invites Developers to Five-Day Workshop Austin, TX — July 2, 2008 — Dovetail Software, a leading provider of software solutions and services for the Clarify® CRM user community, today announced open registrations for its Dovetail Developer Workshop, July 21 – July 25, for customers interested in learning ...

In canvassing the Dovetail and Clarify community on their needs and wishes, one area that continually comes up is a better search capability. Users fall into two camps. The first group has muddled through using Fulcrum or Hummingbird, and is extremely frustrated by its limitations and complexity. The second group attempted to use Fulcrum or ...

I recently read an article that announced an expansion of the relationship between SAP and RIM (owners of the Blackberry) SAP + RIM = CRM2Go. The writer states,             “As a result of what one SAP executive called ''co-innovation,'' a version of the latest SAP CRM software has been ...

Maybe I am missing the goals airlines are trying to achieve with their frequent flyer programs. I thought they were trying to attract loyalty among their frequent fliers and recognize them with a few extra perks (besides free trips), like boarding the plane first, or having your own phone number for service. I guess what I was asking for in return ...